Alerts 36 Bus

Our customer service standards

Our customer service standards are the targets we set to ensure we meet customers needs and expectations.

Our Contact Centres (Accessbus, Education and MetroLine) aim to…

Answer 90% of all calls
Answer 80% in 30 seconds

MetroLine also answer emails and livechat.

We aim to respond to general email enquiries within 2 working days.

Livechat will be accepted within 7 seconds 


We will respond to complaints within 15 working days

Travel Centres and Bus Stations

We will notify customers of any planned changes to normal opening hours 7 days in advance.

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